The Company aims to provide an unparalleled customer experience. In the event of a complaint or dispute, we kindly ask you to follow the steps outlined below.

The term “Company”, “we”, “us” and “our” in this Dispute Resolution Policy refers to Violet Fortune Tech Limited N.V. (a company incorporated in Curaçao with company number 158923, with its registered office at Dr. H. Fergusonweg 1, Curaçao). The term “you” in this Dispute Resolution Policy refers to you.

This Dispute Resolution Policy forms part of the User Agreement (as defined in the Terms of Service) and should be read in conjunction with the Terms of Service, Privacy & Management of Personal Data, Responsible Gaming, and other related policies.

1. Definitions

For the purposes of this Dispute Resolution Policy:

Complaint: A written expression of dissatisfaction by you relating to our services, decisions, terms, or conduct, which indicates you are unhappy and expect a response or resolution.

Dispute: A complaint that has not been resolved to your satisfaction through our internal complaints process and has been escalated, either internally or to an independent third party such as an alternative dispute resolution (ADR) provider or a court of law.

2. Complaint Submission Process

2.1 Complaint Window

You may lodge a complaint free of charge at any time up to six (6) months after the bet settlement or conclusion of a specific event which you are making a complaint about. 

Complaints must be made by you, a registered KKPoker Account (as defined in the Terms of Service) holder, and you are not allowed to sell, donate, rent out, lease, pawn, or pledge, under any title, any of your claims against us, to third parties.

2.2 Stages/Escalation of Complaint Resolution

1. To initiate a complaint, you must contact our customer support via email at info@kkpoker.net with a completed Complaint Submission Form (Complaint Submission Form) for processing.

2. We may request supporting documentation, such as screenshots or evidence, that is relevant to resolving the complaint.

3. We will review and resolve your complaint in accordance with the timelines as stipulated in Clause 3 below.

4. If you are dissatisfied with our resolution, you may escalate to an independent ADR provider.

2.3 Role of the Curacao Gaming Authority (CGA)

The CGA does not resolve or decide on individual player complaints regarding gambling-related transactions on our website. The CGA cannot review or overturn decisions made by us or ADR providers, except in cases of inadequate handling.

You may contact the CGA directly with regards to matters including but not limited to malpractice, breach of license conditions or whistleblowing.

Whist the CGA does not mediate in individual disputes, it will use the information to support its supervisory and enforcement actions.

3. Complaint Resolution Timelines

3.1 Responsible Gaming Complaints

Complaints related to responsible gaming (e.g., cool-off, self-exclusion, deposit limit, session limit) are prioritized. We aim to resolve these within five (5) business days.

If more time is needed for us to process your complaint, you will be informed of the delay accordingly, which will not exceed two (2) weeks. The delay period may be extended for a further two (2) weeks if a delay is due to a lack of or a slow response from you.

Within two (2) days of receipt, we will confirm receipt of the complaint in writing, provide an explanation of how the complaint will be processed, and provide notice of the average timeline for resolution of your complaint.

3.2 All Other Complaints

We will assess and respond within four (4) weeks. This may be extended once by an additional four (4) weeks if the matter is complex or if information is lacking, with prior written notice to you.

Within one (1) week of receipt, we will confirm receipt of the complaint in writing, provide an explanation of how the complaint will be processed, and provide notice of the average timeline for resolution of your complaint.

3.3 Response and Resolution

You will receive a final determination of your complaint in writing. Our response will be either (a) an assessment of the outcome with supporting evidence if necessary or applicable, or (b) our reasons for not handling the complaint.

4. Record-Keeping and Reporting

We maintain records of all unresolved complaints and/or complaints that have been escalated to ADR or legal proceedings for the lesser of five years or the relevant time stipulated by data protection, statute of limitations or other relevant laws or guidelines of Curacao.

We are also required to submit biannual reports to the CGA on January 15 and June 15 each year, based on the complaints submitted to us since the previous reporting period by registered KKPoker Account holders using the Complaint Submission Form.

The CGA reserves the right to request, at any time, access to records of complaints received by us as well as any disputes that are pending resolution.

ADR providers will have their own reporting requirements in accordance with separate ADR policy issued by the CGA.

If you require further information, please contact our customer support at info@kkpoker.net.

Last Updated: August, 2025